Merchant Onboarding Executive

tabby; Medina; On-site; SAR 120,000 - 180,000; Full time

Job summary

tabby is seeking a Merchant Onboarding Executive in Medina to lead end-to-end onboarding for SME merchants, ensuring seamless activation and configuration before live status. You will drive the onboarding journey, collaborate with Risk, Legal and Product teams, and resolve blockers to improve conversion and merchant experience.

You will also handle case management, support integration efforts, maintain CRM hygiene, and monitor KPIs and SLAs to ensure timely activations and scalable growth across

Qualifications

• Bachelor's degree or equivalent experience.
• 1–2 years in a customer-facing role (onboarding, customer success, account management, sales or merchant support).
• Comfortable making a high volume of calls every day and following up without being chased.
• Basic Excel / Google Sheets.
• Experience with a CRM (Zoho, HubSpot, SAP or similar).
• Experience in fintech, payments, BNPL or e-commerce.
• Familiar with Saudi business documents (CR, VAT certificate, IBAN letter, national address).
• Familiar with e-commerce platforms like Salla, Zid, or Shopify.
• Experience working against KPIs and SLAs.

Responsibilities

• Own the full merchant onboarding lifecycle from application to activation and configuration.
• Resolve stalled, escalated, or time-sensitive onboarding cases with cross-functional teams.
• Coordinate with Risk, Legal, Business Development, Product to remove blockers and speed activation.
• Investigate issues across backend and integrations and guide merchants through onboarding steps.
• Maintain CRM hygiene and track merchant progress across onboarding funnel against KPIs and SLAs.
• Contribute to process improvements to increase onboarding efficiency.

Skills

English

Arabic

Customer-facing

Communication

Education

Bachelor's degree

Tools

Zoho

HubSpot

SAP

Job description

As a Merchant Onboarding Executive you will play a key role in onboarding SME merchants across dynamic markets You will own the end-to-end merchant onboarding journey ensuring merchants are successfully activated technically integrated and fully configured before going live You will work closely with merchants and internal stakeholders including Business Development Risk Legal and Product teams to resolve onboarding blockers improve conversion rates and deliver excellent merchant experience Your focus will be on operational excellence merchant success and driving sustainable business growth

Merchant Onboarding amp Activation

Own the full merchant onboarding lifecycle from application to activation Activate merchants and oversee backend integration processes Ensure merchants are properly configured with the correct access settings and dashboards prior to activation Guide merchants through Tabby s onboarding process and provide support throughout their journey

Merchant Support amp Case Management

Resolve stalled escalated or time-sensitive onboarding cases Handle daily drop-off applications by Identifying merchants who stopped during the legal stage Following up via phone and email Assisting merchants in completing and submitting required documentation Manage daily reset applications by Working with the Risk team to identify document issues Communicating required corrections to merchants Following up until successful resubmission Address merchant concerns inactivity and churn to improve onboarding conversion

Cross-functional Collaboration

Coordinate with Risk Legal Business Development Product and other internal teams to remove onboarding blockers Collaborate with Business Development to improve lead handoff and onboarding workflows Support internal teams in accelerating merchant activation

Technical amp Operational Support

Investigate integration issues including backend and technical errors Work cross-functionally to implement effective solutions Support merchants with e-commerce integrations where required

CRM amp Performance Management

Maintain accurate CRM records and ensure CRM hygiene Track merchant progress throughout the onboarding funnel Monitor and report against daily weekly and monthly KPIs Ensure adherence to SLAs and NPS targets

Process Improvement

Evaluate pre- and post-website onboarding activities Monitor merchant transactions and ensure Tabby s online presence aligns with brand guidelines Contribute to process improvements that increase Onboarding efficiency Data integrity Reporting automation Cross-functional collaboration Pipeline conversion

Good spoken and written English and Arabic Bachelor s degree, or equivalent experience 1 2 years in a customer-facing role (onboarding, customer success, account management, sales or merchant support) Comfortable making a high volume of calls every day and following up without being chased Basic Excel / Google SheetsPreferred Experience with a CRM (Zoho, HubSpot, SAP or similar) Experience in fintech, payments, BNPL or e-commerce Familiar with Saudi business documents (CR, VAT certificate, IBAN letter, national address) Familiar with e-commerce platforms like Salla, Zid, or Shopify Experience working against KPIs and SLAs